Warranty - Nortek Global HVAC - Distributor Login · PDF file614A-0218 • Warranty - Page...

614A-0218 Warranty - Residential Distributor Marketing Manual

Warranty

This section outlines in detail the responsibilities of the Warranty Department:

• Administer warranty policies.

• Administer Field Scrap Program on warranty parts.

• Administer “ePAY” program: tools to change the business of warranty from a negative to a positive in the contractor’s mind.

614A-0218 • Warranty -

Nortek Global HVAC Warranty

Nortek Global HVAC offers an Expressed (Limited) Warranty on all products that it manufactures and/or sells. This warranty is extended to the end-user of the product. The warranty is provided in a written form and tells the end-user what the warranty covers.

The warranty statement spells out specifically what is or is not included with the product that was purchased. In some states the consumer has additional protection/coverage under the laws of that state and apply only to that specific state.

Warranties are either Implied or Expressed. The Nortek Global HVAC warranty is an Expressed Warranty, in that it states specifically what is covered under the warranty offer. However, there are Implied Warranties with the product that say to the consumer that the product being purchased is “merchantable” and is “fit for the purpose in which it was designed.”

The Nortek Global HVAC Warranty, in addition to being Expressed, is also limited in that it spells out the limitation of the warranty.

The distributor and/or retailer of Nortek Global HVAC products is not authorized to offer a warranty on Nortek Global HVAC product other than what is stated on the printed warranty statement. It is the retailer’s ultimate responsibility to explain the warranty provisions to the consumer on the product that the consumer purchases from the retailer.

It is also the practice of the retailers to provide added value to the product when they install

said product to or in the consumer’s home. The added value includes items such as providing a quality installation, providing service after the sale of the product and taking the responsibility of assisting the consumer user in resolving any complaints associated with the product and more specifically the installation of the product.

The distributor enhances the added value of the retailer by providing the retailer a convenient outlet for obtaining Nortek Global HVAC product, replacement parts, and warranty administration.

The administration of the Nortek Global HVAC warranty is a partnership relationship. Nortek Global HVAC provides the distributor with the tools to administer the warranty at a local level. These tools are:

1. ePAY and Labor Credit Procedures.2. Field Scrap Program and Procedures.3. Warranty Claim Procedures.4. Warranty Support.5. Warranty Policy on Each Product.

REPLACEMENT PARTS WARRANTY POLICYIt is Nortek Global HVAC’s policy that distribution purchase all warranty parts from Nortek Global HVAC. Use of replacement parts purchased from third parties for the purposes of providing warranty service on Nortek Global HVAC equipment is not permissible. Nortek Global HVAC will not provide warranty compensation when un-authorized replacement parts are utilized (see exclusions indicated on warranty documentation).


Ultra Premium (Maytag 1200) Registered & Matched sraeY 21sraeY 5)esU laitnediseR( egarevoC straP

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Quality Pledge & Labor applies Furnaces and "E" series product only 1 Year & $250.00(Furnaces and E series)

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Dry R-22, NonARI Matching equipment, REPL Coils (Regardless of Registration)

(JS5BD/JT5BD, REPL Coils)

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Commercial Product (Regardless of Registration) All BrandsA/NraeY 1 egarevoC straP


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One time Quality Pledge only

Non Registered

Registered & MatchedNon Registered





None

2017 Residential Warranties


Ultra Premium (Maytag 1200) Registered & Matched sraeY 21sraeY 5)esU laitnediseR( egarevoC straP




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Standard Product sraeY 01sraeY 5)esU laitnediseR( egarevoC straP




Quality Pledge & Labor applies Furnaces and "E" series product only 1 Year & $250.00(Furnaces and E series)

Rental/ApartmentssraeY 01sraeY 5)esU laitnediseR( egarevoC straP



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Commercial Product (Regardless of Registration) All BrandsA/NraeY 1 egarevoC straP


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One time Quality Pledge only

Non Registered






None




Ultra Premium (Maytag 1200) Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 12 Years

Compressor 5 Years 12 Years

Heat Exchangers 20 Years Lifetime (original owner)

Labor Coverage (PAC) 90 Days 90 Days

Quality Pledge & Labor (Matched System Only) 1 Year & $250.00 12 Years & $250.00





Quality Pledge & Labor (Matched System Only) None 1 Year & $250.00

Premium Brands/Sid Harvey Philco (RD) Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years




Quality Pledge & Labor A/C (Matched System Only) 1 Year & $250.00 10 Years & $250.00

Standard Product / J, E, K Series Product Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years

Compressors 5 Years 10 Years



Quality Pledge & Labor applies to 16 seer or higher and all “E” series product None 1 Year & $250

Rentals/Apartment and 13 and 14 SEER Standard Split Systems

Non Registered Registered & Matched

Parts Coverage (Residential Use) 5 Years 10 Years



Quality Pledge & Labor (Matched System Only) None None



Parts Coverage 5 Years N/A

Compressors 5 Years N/A

Heat Exchangers N/A N/A

Labor Coverage (PAC) 90 Days N/A

Quality Pledge & Labor None N/A

Commercial Product (Regardless of Registration) All BrandsParts Coverage 1 Year N/A


Heat Exchangers 10 Years N/A








Labor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season

Quality Pledge & Labor A/C (must be a matched system) 1 Years & $250.00 12 Years & $250.00






Quality Pledge & Labor (must be a matched system) None 1 Year & $250.00

Premium Brands Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor A/C (must be a matched system) 1 Years & $250.00 10 Years & $250.00

Standard Product / E, G, J, K N, Series Product Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor (must be a matched system) None 1 Year & $250

Apartment/Rentals and 13 SEER J(S,T)4BD Split Systems Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor None None

Dry R-22 and NonARI Matching equipment, REPL Coils (Regardless of Registration)






Labor Coverage (PAC) 2 Seasons 90 Days Each Season N/A


continued on next page



2014 Residential Warranties continued

Commercial Product (Regardless of Registration)Parts Coverage 1 Year

Compressors 5 Years

Heat Exchangers 10 Years

Labor Coverage (PAC) 90 Days

Labor Coverage (PAC) 2 Seasons 90 Days Each Season

Quality Pledge & Labor None








Quality Pledge & Labor A/C 1 Years & $250.00 12 Years & $250.00






Quality Pledge & Labor None 1 Year & $250.00

Premium Brands Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor A/C 1 Years & $250.00 10 Years & $250.00

Standard Product / E, G, J, K N, Series Product Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor None 1 Year & $250

JS6 Builders Series and Apartment/Rentals Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 Years





Quality Pledge & Labor None None

Dry R-22 and NonARI Matching equipment, REPL Coils (Regardless of Registration)






Labor Coverage (PAC) 2 Seasons 90 Days Each Season N/A


continued on next page

(must be a matched system)






Commercial Product (Regardless of Registration)Parts Coverage 1 Year

Compressors 5 Years

Heat Exchangers 10 Years

Labor Coverage (PAC) 90 Days

Labor Coverage (PAC) 2 Seasons 90 Days Each Season

Quality Pledge & Labor None

2013 Residential Warranties2013 Residential Warranties continued


Ultra Premium (Maytag 1200)2011 Residential Warranties

Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 12 Years Compressor 5 Years 12 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each SeasonQuality Pledge & Labor A/C (Matched System Only) 5 Years & $250.00 12 Years & $250.00Ultra Premium (Maytag 120) Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 12 Years Compressor 5 Years 12 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each SeasonQuality Pledge & Labor (Matched System Only) None 1 Year & $250.00Premium Brands Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 YearsCompressor 5 Years 10 YearsHeat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each SeasonQuality Pledge & Labor A/C (Matched System Only) 5 Years & $250.00 10 Years & $250.00Standard Product / J, E, N Series Product Non Registered Registered & MatchedParts Coverage (Residential Use) 5 Years 10 YearsCompressors 5 Years 10 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each SeasonQuality Pledge & Labor None 1 Year & $250Rental/Apartment Complexes (Regardless of Registration) All BrandsParts Coverage 5 Years N/ACompressors 5 Years N/AHeat Exchangers 10 Years N/ALabor Coverage (PAC) 90 Days N/ALabor Coverage (PAC) 2 Seasons 90 Days Each Season N/AQuality Pledge & Labor None N/ADry R-22 & Builder Series, NonARI Matching equipment, REPL Coils (Regardless of Registration)

(JS5BD/JT5BD, JS6/B6, REPL Coils)

Parts Coverage 5 Years N/ACompressors 5 Years N/AHeat Exchangers N/A N/ALabor Coverage (PAC) 90 Days N/ALabor Coverage (PAC) 2 Seasons 90 Days Each Season N/AQuality Pledge & Labor None N/ACommerical Product (Regardless of Reg.) All BrandsParts Coverage 1 Year N/ACompressors 5 Years N/AHeat Exchangers 10 Years N/ALabor Coverage (PAC) 90 Days N/ALabor Coverage (PAC) 2 Seasons 90 Days Each Season N/AQuality Pledge & Labor None N/A


Products manufactured after 2-1-06 and installed after 4-1-07Ultra Premium (Maytag 1200) Unregistered or Second owner RegisteredParts Coverage (Residential Use) 5 Years 12 Years Compressor 5 Years 12 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each SeasonQuality Pledge & Labor (Matched System Only) 5 Years & $250.00 12 Years & $250.00Ultra Premium (Maytag 120)Parts Coverage (Residential Use) 5 Years 12 Years Compressor 5 Years 12 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season

Quality Pledge & Labor (Matched System Only) None

1 Yr on outdoor unit 10 Yrs from 4-07 through 4-09 12 Yrs from 4-09 through 1-11

Premium ProductParts Coverage 5 Years 10 Years Compressors 5 Years 10 YearsHeat Exchangers 20 Years Lifetime (original owner)Quality Pledge (Matched Systems only) 5 Years 10 YearsLabor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season Standard Product Parts Coverage 5 Years 10 Years Compressors 5 Years 10 Years Heat Exchangers 20 Years Lifetime (original owner)Labor Coverage (PAC) 90 Days 90 Days Labor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season Furnace Quality Pledge N/A 10 Years A/C Quality Pledge N/A 1 Year Commercial Parts Coverage 1 Year 1YearsGas / Electric Heat Exchangers 10 Years 10 Years Labor Coverage (PAC) 90 Days 90 Days Labor Coverage (PAC) 2 Seasons 90 Days Each Season 90 DaysApartments/Rentals Parts Coverage 5 Years 5 YearsCompressors 5 Years 5 Years Gas / Electric Heat Exchangers 10 Years 10 Years Labor Coverage (PAC) 90 Days 90 Days Labor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days each season


Product Warranties Effective February 1, 2006Premium Brands Frigidaire Tappan WestinghouseParts Coverage (Residential Use) 8 Years 8 Years 8 YearsParts Coverage (Commercial Use) 1 Year 1 Year 1 YearCompressors Matched System Only 10 Years 10 Years 10 YearsCompressors Commercial 5 Years 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 20 Years 20 Years 20 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Years 10 Years 10 YearsGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)

Labor Coverage (PAC) 90 Days 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season 90 Days Each Season

Quality Pledge (Matched System Only) 5 Years 5 Years 5 YearsQuality Pledge Labor (Matched System Only) $250.00 $250.00 $250.00

Standard + Product Philco Kelvinator Gibson / GrandaireParts Coverage (Residential Use) 5 Years 5 Years 5 YearsParts Coverage (Commercial Use) 1 Year 1 Year 1 YearCompressors Matched System Only 10 Years 10 Years 10 YearsCompressors Commercial 5 Years 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use)Gas / Electric Heat Exchangers (Commercial Use)Gas Furnace Heat Exchangers ( 80% Models)Gas Furnace Heat Exchangers ( 90% Models)Oil Furnace Heat Exchangers


Quality Pledge (Matched System Only) (SEE NOTE) 1 Year 1 Year 1 YearQuality Pledge Labor (Matched System Only) $250.00 $250.00 $250.00

Standard Product Philco Kelvinator Gibson / GrandaireParts Coverage (Residential Use) 5 Years 5 Years 5 YearsParts Coverage (Commercial Use) 1 Year 1 Year 1 YearCompressors 5 Years 5 Years 5 YearsCompressors Commercial 5 Years 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 10 Years 10 Years 10 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Year 10 Year 10 YearGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)


Quality Pledge (Matched System Only) None None NoneQuality Pledge Labor (Matched System Only) None None None

"U" Product All BrandsParts Coverages (Residential Use) 5 YearsCompressors 5 YearsLabor Coverage (PAC) 90 DaysQuality Pledge None

"E" Product All BrandsParts Coverages (Residential Use) 5 YearsCompressors 5 YearsLabor Coverage (PAC) 90 DaysQuality Pledge 1 Yr


Product Warranties Effective January 1,2005 TO Feb 1, 2006Premium Brands Frigidaire Tappan WestinghouseParts Coverage (Residential Use) 8 Years 8 Years 8 YearsParts Coverage (Commercial Use) 1 Year 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 20 Years 20 Years 20 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Years 10 Years 10 YearsGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)



Deluxe Brands Philco KelvinatorParts Coverage (Residential Use) 6 Years 6 YearsParts Coverage (Commercial Use) 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 15 Years 15 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Years 10 YearsGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner)

Labor Coverage (PAC) 90 Days 90 DaysLabor Coverage (PAC) 2 Seasons 90 Days Each Season 90 Days Each Season

Quality Pledge (Matched System Only) 1 Year 1 YearQuality Pledge Labor (Matched System Only) $250.00 $250.00

Standard Brands Gibson GrandaireParts Coverage (Residential Use) 5 Years 5 YearsParts Coverage (Commercial Use) 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 10 Years 10 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Year 10 YearGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner)


Quality Pledge (Matched System Only) None NoneQuality Pledge Labor (Matched System Only) None None


Product Warranties Effective 4/17/00 to 1/5/05Premium Brands Frigidaire Tappan WestinghouseParts Coverage (Residential Use) 8 Years 8 Years 8 YearsParts Coverage (Commercial Use) 1 Year 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 10 Years 10 Years 10 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Years 10 Years 10 YearsGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner) Lifetime (First Owner)



Deluxe Brands Philco KelvinatorParts Coverage (Residential Use) 6 Years 6 YearsParts Coverage (Commercial Use) 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 10 Years 10 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Years 10 YearsGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner)



Standard Brands Gibson GrandaireParts Coverage (Residential Use) 5 Years 5 YearsParts Coverage (Commercial Use) 1 Year 1 YearCompressors ( 12+ SEER) Matched System Only 10 Years 10 YearsCompressors (12+ SEER) Commercial 5 Years 5 YearsGas / Electric Heat Exchangers (Residential Use) 10 Years 10 YearsGas / Electric Heat Exchangers (Commercial Use) 10 Year 10 YearGas Furnace Heat Exchangers ( 80% Models) 20 Years 20 YearsGas Furnace Heat Exchangers ( 90% Models) Lifetime (First Owner) Lifetime (First Owner)Oil Furnace Heat Exchangers Lifetime (First Owner) Lifetime (First Owner)




Product Assurance Commitment

Nortek Global HVAC has made a commitment to stand behind our products. That’s right, we want contractors who install our products to realize how confident we are in the equipment we manufacture.

To prove this, we are offering the contractor a ninety (90) day protection plan (PAC) to help assist with the cost of any product failures on all Nortek Global HVAC equipment.

Just as important, we want the contractor to receive their payment as soon as possible, so we provide a “ePAY” program. We want your contractors to have a hassle free experience should the need arise to service our equipment. We want you to have the advantage of taking care of them quickly.

The distributor is the one who determines who qualifies for this program. There is no labor warranty - just a commitment and means to back up our products. You decide when and with whom to use this program.

Residential Use

Nortek Global HVAC will pay for repairs or replacement on the following basis (within the first 90 days up to a maximum of):

Air Conditioners: Refrigerant leak ................................... $90 Refrigerant component changes (i.e. evaporator coil, reversing valve, compressor and condensing coil) ........ $150 $12 a pound R-410A or R-22 Mechanical repairs outside refrigerant system ................................................. $30

Furnaces Replacement of a heat exchanger ....... $90 Other repairs to system ....................... $30

Commercial Use

Air Conditioners: Refrigerant system ............................... $150 Compressor change ............................ $175 $12 a pound R-410A or R-22Mechanical repairs outside refrigerant system ................................................. $60

Furnaces Replacement of a heat exchanger ....... $175 Other repairs to system ....................... $60

We will protect our equipment and then pick up a second ninety (90) days for the seasonal change.

The PAC includes Package Heat Pumps, Package Gas/Electrics, Matched Split System Air Conditioners and Matched Split System Heat Pumps.

Example: System installed May 30 would be covered until August 30 for cooling, then for the first ninety (90) days of the heating season in your area. This is to be determined by our District Sales Manager and the distributor.


The procedure for disposing of defective in-warranty parts consists of three elements:

1. The contractor’s responsibility.2. The distributor’s responsibility.3. Nortek Global HVAC’s responsibility.

The Contractor’s Responsibility

The contractor who has completed the in-warranty service work must complete the Warranty Claim Form (#6070 sample on pages 19 & 20). It is strongly advised that the form be completed while at the home where the work is being performed.

The contractor must complete the Nortek Global HVAC warranty form by indicating the following:

1. The Contractor’s I.D. number, is shown2. The full address, including postal ZIP Code and complete phone number of the

company that is performing the warranty work.

3. The model number, serial number and brand name of all components that are required.

4. Proof of installation or purchase information provided by the homeowner.

5. The name and phone number of the homeowner.

6. The nature of the complaint and specific type of service work performed in full detail.

7. A description and the Nortek Global HVAC part number of the defective part replaced.

8. Attach the material tag from the claim form to the defective part.

Warranty Claim Procedures

9. Return the Warranty Claim form and the defective part to the Nortek Global HVAC distributor in customer’s area. (Keep the original for contractor’s files.)

10. The warranty claim must be returned within 30 days after the service work was

completed. Any claim sent in later than 30 days following service work may be denied.

A Nortek Global HVAC Distributor’s Responsibility

As a distributor of Nortek Global HVAC products, the distributor agrees to administer the Nortek Global HVAC Warranty program in his geographical territory.

Processing the Warranty Claim Form (#6070 sample on pages 19 & 20)

The Nortek Global HVAC distributor must verify that the Nortek Global HVAC Warranty Claim form submitted by the contractor is completed correctly and accurately.

The items on the Warranty Claim form to

verify and fill in by the distributor are:

a. Distributor information, such as the distributor account number, debit memo/reference number (if applicable) and name is completed.

b. The contractor’s ID number, name, address, city, state, ZIP Code and telephone number.


database. In this situation, the tag off the new compressor box is required to prove it was purchased from Nortek Global HVAC.

Claims involving coil/compressor/unit change outs must list the old and new model serial numbers (If the unit is replaced, include the indoor section model and serial number). Please use the air handler serial number if an original coil is replaced.

Nortek Global HVAC’s Responsibility

It is the responsibility of the Warranty Department to:

1. Process the Warranty Claim completely, accurately and in a timely fashion.

2. Provide assistance to the distributor in the completion of the Nortek Global HVAC Warranty form as requested.

3. Provide the Nortek Global HVAC distributor with accurate warranty cost incurred in the distributor’s territory.

4. Issue credit to the distributor for in-warranty parts at the “last price paid” for the replacement part.

Claim Turnaround Time

Nortek Global HVAC is committed to processing warranty accurate, complete claims within ten (10) days from the date Nortek Global HVAC’s Warranty Department receives the documents. For faster credits use eNORA to process your claims.

c. The model number, serial number and brand name of equipment (outdoor and indoor units).

d. Proof of purchase will be required when the unit is out of warranty from the ship date and on all parts purchased over the counter.

e. Service datef. Be certain to include the owner/user

name and phone number.g. The complaint by the owner/user and

the type of work performed including a complete technical description.

h. The Nortek Global HVAC part number and description of the defective part returned.

i. Pay the contractor per the Product Assurance Commitment or protection plan guidelines for the in-warranty service work performed. (Circle the ePAY or credit on the Warranty Claim form and complete the appropriate section).

j. Issue a credit to the contractor for the defective parts that are returned.

k. Enter on eNORA within 90 days after the date of service. Any claims

(including corrections to refused claims) submitted later than 90 days following service, may be denied.

The parts department has approved the use of non-Nortek Global HVAC purchased compressors for warranty replacement parts. However, if a non-Nortek Global HVAC compressor is used there will be a $125 fee.

Occasionally, compressors are missed when they are scanned into Nortek Global HVAC’s


Any claim submitted to Nortek Global HVAC that is older than ninety (90) days from the date of service will be refused. Corrections to refused claims must also be filed within 90 days of the date the claim was denied.

Special Note: Credit for labor and/or parts to the distributor will be in the form of a credit. All correspondence on Warranty Claim procedures should be directed to:

Nortek Global HVACWarranty Department8000 Phoenix ParkwayO’Fallon, MO [email protected]

Parts delivered to this address will be refused unless specifically requested. All warranty claim forms must be legible and complete. Forms not meeting this basic criteria will be returned unprocessed.

Nortek Global HVAC will continue its policy on the procedures for disposing of defective in-warranty parts. The procedure was established to facilitate the processing of credits to the contractor and the distributor to reduce the added cost of handling of the defective parts and to streamline overall warranty operations.

Please see page 21 for a list of parts that need to be returned including addresses and freight lines.


Front of Warranty Claim form (#6070)

WARRANTY CLAIM

Submitter Name: Telephone No.:

Contact Email:

Nortek Global HVAC Distributor Number Distributor Name

Distributor Reference/P.O. Number

If this is a NEW CONTRACTOR/DEALER (no prior warranty service performed), please enroll the contractor on eNORA.

Contractor Company Name Contractor Telephone Number

Contractor Address Contractor City/State/Zip

Unit Serial Number (Both Indoor and Outdoor if Applicable) Unit Model Number and Brand Name of Equipment

Date Unit Installed / /

Date Unit Serviced / /

HomeownerName

HomeownerTelephone ( )

Work Performed (including Part defect)

Failed Part Removed

(Select one / complete below / applies to labor only) EPAY or Labor Credit

COMPRESSOR/COIL/UNIT CHANGEOUTS ONLY

Defective Model Number Replacement Model Number

Defective Serial Number Replacement Serial Number

MANUFACTURED HOUSING PRODUCT ONLY Rate Qty Total Hourly Rate $ $ Mileage $ $ Refrigerant $ $

RESIDENTIAL/COMMERCIAL PRODUCT ONLYHourly Rate $ $

PAC Amount $ Refrigerant $ $

DISTRIBUTORS: Please file claim online at www.nortekhvac.com

O'Fallon, MO

© Nortek Global HVAC LLC 2015. All Rights Reserved. 6070-1115 (Replaces 6070-0215)

Total $

ResidentialProtectionPlan Only

Homeowner Street Address(Unit Location)

Homeowner City/State/Zip

Installed Part

Nortek Global HVAC Contractor/Dealer Number

REFERENCE USE ONLY - Do not mail for claim processing

SAMPLE


Back of Warranty Claim form (#6070)

1) If the service company has been used before for warranty service, enter the existing 6 digit contractor/dealer company number (an online listing of contractor company numbers is available on eNORA).

Enter the service company name.

Not needed when contractor number is listed.

Enter the 8-digit Nortek Global HVAC distributor number (eg's, "AI259000", "RM328501", etc.).

Enter the distributor company name.

Circle one if labor applies and complete labor section.

If the defect is with the evaporator coil or air handler, enter the serial number of the coil or air handler. Otherwise, enter the serial number of the primary unit.

If the defect is with the evaporator coil or air handler, enter the model number of the coil or air handler. Otherwise, enter the model number of the primary unit.

Enter the date the unit was installed in the home.

Enter email address.

Enter purchase order number, submitter and telephone number (with area code).

Enter the date the warranty service work was performed.

Describe the nature of the problem and the service work performed. Include all pertinent information, including failed components, specific leak locations, i.e. "repaired leak" will not be accepted.

List all part numbers used to correct the problem.

Enter the model and serial numbers of the defective item in the respective boxes (compressor/unit changeouts only).

Enter the model and serial numbers of the replacement item in the respective boxes (compressor/unit changeouts only).

Enter the hourly rate, hours worked, miles driven, and refrigerant used (Manufactured Housing product only).

Enter the standard Residential/Commercial product PAC amount used (Residential/Commercial product only).

Enter the hourly rate, hours worked, and refrigerant used (Residential protection plans only).

Enter the homeowner's name, address and telephone number (with area code) in the respective boxes.

Instructions for Submitting Warranty Claims1. Be certain the service to be done is covered by the warranty. NOT ALL SERVICE IS WARRANTY SERVICE. If in doubt, read the warranty that is supplied with the appliance.

2. Obtain all information from the customer before leaving the shop to avoid extra trips.

3. Attach the Return Material Tab (at top of form) to the defective part and return both to the Nortek Global HVAC distributor.

4. Warranty claims and defective parts must be returned to the Nortek Global HVAC distributor within (30) days of the date of service.

5. To be honored, claims must be received by Nortek Global HVAC within (90) days of the date of service.

Instructions for Completing This Form* Contractor/Dealer Number

* Contractor Company Name

* Contractor Address, City/State/Zip, Telephone

* Distributor Number

* Distributor Name * EPAY or Labor Credit

* Unit Serial Number

* Unit Model Number

* Date Unit Installed

* Contact Email

* Distributor Reference/P.O. Number, Submitter Name, Telephone

* Date Unit Serviced

* Work Performed

* Parts Removed/Installed

* Defective Compressor/Unit Model, Serial Number

* Replacement Compressor/ Unit Model, Serial Number

* Hourly Rate, Mileage, and Refrigerant

* PAC Amount

* Hourly Rate and Refrigerant

* Homeowner Name, Address, City/State/Zip, Telephone Number

SAMPLE


Parts To Be Returned

Nortek Global HVAC

2800 Hoff RoadDyersberg, TN 38024

Nortek Global HVAC


Nortek Global HVAC


UPS Acct # E5F799UPS Acct #E5F799UPS Acct #E5F799

UPS for one RDWY for MultipleAK, AZ, CA, CO, HI, ID, MT, NM, NV, OR, UT, WA, WY

Any state other than listed above uses CNWYThird party billing: Nortek C/O CTSI

5100 Poplar Street Memphis TN 38137

FedEx 3023-3218-5 FedEx 3023-3218-5

Boards Micro-ChannelBroad Ocean Motor

624631

624656

624690

624693

624742

903106

919943

920915

917178A

M0063703

M0063706

M0063706

M0063707

M0063709

M0063710

M0063736

M0063738

M0063740

M0063742

M0081904R

M0088901R

M0090902R

M0090904R

M0090906R

M0090914R

M0090923R

M0090920R

M0090905R

M0088902R

M0081903R

M0081902R

M0056127R

921855

922610

921862

921929

921482

921483

921484

921485

921486

921505

921506

622640

622639

622637

622656

622636

921651

904878

904874

904955

922609

921850

921865

921851

664584

664685

664685R

664702

664932

664932R

664935R

921102

921103

921104

921665

921666

921706

921707

922249

922252

M0063701

921507

921511

921515

921518

921519

921520

921521

921523

921525

921664


Nortek Global HVAC Internet Sales Policy

It has come to our attention several online sites have been selling our equipment and have been violating the warranty policy by advertising the full warranty with registration.

Nortek Global HVAC’s warranty for ALL brands in residential and manufactured housing state the warranty is not applicable if sold through the Internet. Specifically, under the Conditions and Exclusions, the warranty states:

Equipment ordered over the internet, other than from manufacturer, is not covered. (Reference condition/exclusion #9 under manufactured housing warranties)

This condition is applied to consumers purchasing products on the Internet, then self-installing (DIY) or not hiring the original contractor the distributor sold the original equipment to.

The reasons are fairly obvious for the warranty policy…HVAC equipment is sensitive and its performance is highly dependent on the skill of the installer. When sold on the Internet, the risk of failure increases; therefore Nortek Global HVAC does not cover the product when sold via this method.

This Internet statement has been in place for several years on the warranty, but due to recent multiple violations, we want to remind customers about this warranty condition and further elaborate on this policy. It’s important you remind your customers about this policy.

Additional Internet Sales Policy And Explanation

It has come to our attention several online sites have been selling our equipment and

have been violating the warranty policy by advertising the full warranty with registration.

Copyright and Registered Trademarks.These online stores have also downloaded pictures and verbatim content from one or more of our copyrighted consumer websites. This is being used in conjunction with the product listing to promote the sale of equipment directly to the consumer. Downloading this content from our website is a VIOLATION OF Nortek Global HVAC’s COPYRIGHT and prosecutable. In some cases, these instances are in violation of the registered trademarks. The unauthorized use of registered trademarks creates risk for Nortek Global HVAC licensing agreements, and our licensing partners may choose to seek action directly with those in violation of this policy.

Distributor Territory.All of the websites currently in violation clearly sell and ship outside of the distributor’s territory, most advertising anywhere in the US and Canada. If Nortek Global HVAC distributors are selling product to these contractors and knowingly allow this to occur, then they knowingly are violating the territory terms of the distributor agreement.

Impact to All Contractors and Distributors.Anytime a brand of Nortek Global HVAC equipment is sold online and installed by a consumer or a contractor not familiar with the product or trained to install HVAC equipment properly, it creates a risk to Nortek Global HVAC and the reputation of these brands. This risk affects ALL contractors and distributors who sell our products today, and this is why Nortek Global HVAC does not support these types of sales.


Contractor Websites.A contractor selling Nortek Global HVAC equipment can advertise products, pricing and take equipment transactions on the site as long as he is the final installing contractor and it does not violate the distributor’s territory agreement for the brand(s).

Resolving Violations.1. Nortek Global HVAC prefers to contact

the owner of the online site and have a conversation about correcting all violations, setting a reasonable deadline for resolution. Sometimes the owner is a contractor. However, in these instances, it has been our experience these websites are registered under a different name than the contractor registered in Nortek Global HVAC’s contractor database. In other words, there seems to be a pattern among violators to hide their identity.

a. Nortek Global HVAC has spent hours sleuthing the Internet and domain databases to identify whom to contact. Most of these sites have a private domain registration so information is not available, or the registration is not identified with a contracting business. Additionally, the registered location of the web domain does not always reflect their operating location, making it difficult to also identify the distributor territory in which they are buying Nortek Global HVAC equipment.

2. In the event the contractor and/or distributor cannot be identified, the next steps are taken:a. File a BBB complaint against the

online company since this will force a response from the online violator. If the request to correct the situation is met, then the complaint will be retracted. (This can be done quickly and without legal intervention.)

b. If this does not result in correction, OR there is no way to reach the BBB, then our only option is to send a Cease and Desist through Nortek Global HVAC’s legal advisors with the intent to pursue action in court if not corrected. A Cease and Desist letter from Nortek Global HVAC or our licensing partner should be taken seriously since failing to comply will result in legal action, regardless of customer buying status.

Complaints of a third party selling Nortek Global HVAC HVAC products through wholesale outlets, eBay, Amazon, etc. will be reviewed closely for violations described in this document. In certain circumstances, Nortek Global HVAC may not be able to prevent the sale of goods on the Internet, but in all cases Nortek Global HVAC may pursue the reseller for falsely advertisement of the warranty, and use of any Nortek Global HVAC copyrighted material (photos, written copy and documents.) Our licensing partners (Whirlpool, Electrolux and CBS) may pursue separate action for use of registration of the trademark, or misrepresentation of the brand.


ePAY Program

The EPAY program is a system designed with complete service in mind. Reimbursement waiting is eliminated and your customer has one more reason to continue doing business with you and Nortek Global HVAC.

Nortek Global HVAC Generated Checks

Checks are printed at Nortek Global HVAC and sent directly to the contractor. ePAY can only be initiated through the eNORA system.

A W9 is required in order to be set up for ePAY. The distributor would scan the W9 and attach it to the contractors record.

ePAY checks are totaled; one check for each contractor for all claims entered that day.

Details of claims are provided on the contractor’s ePAY check stub.

1. Select ePAY in the check list field of eNORA.

2. Checks are mailed the following business day after warranty approval.

Labor Credit

1. Select CREDIT in the check list field of eNORA.

2. Write CREDIT in the Labor box of the paper claim. Labor that is refused will be noted to the distributor and a check will not be sent to the contractor. This will eliminate labor charge backs.


Compressor Bearing Unit Filter Drier and Compressor 2 – 3 Tons Filter Drier and Compressor 3.5 - 5 Tons

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Primary and Secondary Heat Exchanger 5.1hctiwSrotceleS

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Note: For multiple repairs, Nortek Global HVAC will allow the hours available for the higher repair job and half of the time for any subsequent parts.

1

1

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1

6

11.5

Furnace – Oil / Gas or Air Handler

Protection Plan Labor Rate Chart

Warranty - Nortek Global HVAC - Distributor Login · PDF file614A-0218 • Warranty - Page...

Documents

Transcript of Warranty - Nortek Global HVAC - Distributor Login · PDF file614A-0218 • Warranty - Page...